Eset Remote Administrator Web Console (Connection Error)

[bhill 1]

I just migrated a 5.2.26 installation from a Windows 2003 32 bit server to Windows 2012 R2 also running 5.2.26 (following the migration tips to the T).  Everything seems to be working except that I cannot connect to the Web Console.  It just displays an error, "Login Failed (connection error)" when I try to login.  On the original server, I can still launch and login to the web console, just not the new server. 

 

Any ideas how I can fix this?

 

Thanks,

Brett

[Nick S. 0]

Hello bhill,

 

Below are several steps to review in order to resolve your issue. If you continue to encounter issues with logging into ESET Remote Administrator, please contact ESET Customer Care via the link at the bottom of this post.

Issue

If you receive the error “Connection Failed”

If you receive the error “Invalid Username/Password”

Solution

1. Ensure you are using the correct login credentials
   1. Verify you are using the correct username, the default is Administrator
   2. Verify Caps Lock is not on
   3. If you continue to receive the error “Incorrect Username/Password”, please see SOLN741
2. Verify the console is configured to connect to the correct server address.
   1. How do I find out what address ERAC should be connected to?
      1. Using an ESET client
         1. Open the main program window by clicking the ESET icon next to the system clock or by clicking Start All Programs ESET ESET Endpoint Security or ESET Endpoint Antivirus.
         2. Press F5 on your keyboard to access the Advanced setup window.
         3. Expand Tools and then click Remote administration.
            1. Version 4.x/3.x: Expand Miscellaneous and then click Remote Administration.
         4. Ensure ERAC is configured to connect to the server name/IP address listed in the Server address field
      2. Check your server to see if ERAS is installed
         1. Windows Home Server,  XP,  Windows Server 2003 R2, 2003, 2000:

Open Add or Remove Programs, click Start, -> Control Panel -> Add or Remove Programs.

1. Windows 7,  Windows 8, Windows Server 2008 (R2), 2012:

Open Programs and Features by clicking Start -> Control Panel -> Programs -> Programs and Features

1. How do I find how ERAC is currently configured?
   1. Open the ESET Remote Administrator Console (ERAC) by clicking Start All Programs ESET ESET Remote Administrator Console ESET Remote Administrator Console.
   2. Verify if the address listed in the Select connection drop-down box of ERAC is correct

Note: If ERAC is installed on the same system as ERAS, the server name may be localhost

1. Verify ERAS is listening on the correct ports
   1. Verify ERAS is currently listening on the proper ports using the NETSTAT command:
      1. [For KB] This is from the following Microsoft KB article: hxxp://support.microsoft.com/kb/281336
      2. Click Start, and then click Run.
      3. In the Open box, type: cmd, and then click OK.
      4. At a command prompt, type: netstat –ano | more.
      5. Ensure there is an entry similar to the following (when using the default ports):

Proto     Local Address    Foreign Address                               State     PID

TCP        0.0.0.0:2223        0.0.0.0:0               Listening              888

1. Verify ERAS is the program using port 2223 using Task Manager
   1.  Press CTRL+ALT+DELETE, and then click Task Manager.
   2. Click the Processes tab.
   3. If you do not have a PID column, click View, click Select Columns, and then click to select the PID (Process Identifier) check box.
   4. Click the column header that is labeled "PID" to sort the process by their PIDs.
   5. Ensure the Image Name era.exe is the process associated with the PID you identified using NETSTAT.
2. If ERAS service is not listening for network connections, please ensure the service is running using the steps in the next section

1. Verify the ERAS Service is started
   1. Check to see that the ERAS service is running on the server.
      1. Click Start -> Control Panel -> Administrative Tools -> Services.
      2. Look for the ESET Remote Administrator Server entry in the "Name" field, which is sorted alphabetically.
      3. Verify the service is present and the status is Started
   2. If the service is stopped, start the ERAS service.
   3. If the service won’t start because of the error “Error: The ESET Remote Administrator Server service on Local Computer started and then stopped. Some services stop automatically if they are not in use by other services or programs.”, please see SOLN2994
   4. If the ERAS service is started and listening properly, please ensure the traffic to and from the server is running correctly
2. Verify the machine where ERAC is installed can communicate successfully with the server where ERAS is installed
   1. On the machine with ERAS installed, verify the hostname and IP address for that machine using IPCONFIG and NSLOOKUP:
      1. Click Start, and then click Run.
      2. In the Open box, type: cmd, and then click OK.
      3. Type in the following command to verify the hostname of the server and its IP address(es):

IPCONFIG /ALL

1. In the Command Prompt window, enter the following command to display the hostname and the IP address in the DNS records. Verify that these items match results of the ipconfig /all command run in the previous step:

NSLOOKUP

1. Verify network connectivity with the machine where ERAS is installed
   1. Click Start, and then click Run.
   2. In the Open box, type: cmd, and then click OK.
   3. Attempt to PING the server using the following command:

PING %servername%

1. If the name cannot be resolved, ping the server’s IP address
2. Verify  the proper ports are open using Telnet

NOTE: Windows Telnet Client

By default, the Windows Telnet Client is disabled on computers running Microsoft Windows Vista and later or Microsoft Windows Server 2008 and later. It can be enabled on a machine by clicking Start Control Panel Programs and Features Turn Windows features on or off. In the Server Manager window (or Windows Features, depending on the operating system), click Features Add Features, select the check box next to Telnet Client and click Install (or OK, depending on the operating system).

1. Click Start, and then click Run.
2. In the Open box, type: cmd, and then click OK.
3. Attempt to TELNET the server on port 2223 using the following command (If you have altered the client reporting port number for ERA, use that port number instead):
   TELNET hostname/IP address 2223
4. If it is not, they need TCP 2223 open per Which ports does ESET Remote Administrator use?
5. Try connecting ERAC to the ERAS using the server's IP address rather than the server name
   1. Open the ESET Remote Administrator Console (ERAC) by clicking Start All Programs ESET ESET Remote Administrator Console ESET Remote Administrator Console.
   2. Click New…
   3. In the Console Options window, click Add/Remove…
   4. Type the correct server IP address in the Server field, leave the port at 2223 (this is the default port).
   5. Click Add/Save
   6. Click OK
   7. Ensure your new server address is in the Select connection drop-down box
   8. Click Connect

1. Verify Remote Administrator has a valid license installed
   1. To upload a new license file:
      1. Click Start All Programs ESET ESET Remote Administrator Server ESET Remote Administrator Maintenance Tool to open the ESET Remote Administrator Maintenance Tool.
      2. Click Next, then Next again in the Server information window.
      3. Select Install new license key in the Select action window and click Next.
      4. Click the folder icon to browse to your license file.
      5. Select your license file (in .zip or .lic format) and click Open.
      6. Ensure the details in the License key information window are correct and click Next.
      7. Click Start.
      8. Ensure the task finished successfully and click OK.
      9. Click Close then click Finish.
   2. If the task did not finish correctly, please see this Knowledgebase article to remove all installed licenses and upload only the current, valid license.
   3. After uploading your license file, please restart the ERAS service and try to connect with ERAC again.
   4. For additional help with licensing issues see the licensing FAQ
2. Verify there is enough free space on your system drive
   1. Remote Administrator server requires at least 5% total hard drive space is free
3. Reboot the machine ERA Server is installed on
4. If you are still unable to resolve your issue, please contact ESET Customer Care.

[bhill 1]

Hello Nick,

 

Everything works except logging into the Web Console.  Clients connect and update their virus defs.  The console connects to the server successfully.  There is no password on the administrator account, so I just put in Administrator as the username and hit "Login".  The used ports are all used by the correct process PID's.  I created a ticket for this and am waiting for someone to contact me.

 

I used this process to migrate the old server to the new one: hxxp://kb.eset.com/esetkb/index?page=content&id=SOLN2683&locale=en_US

 

Kind Regards,

Brett

Edited February 23, 2015 by bhill

[tmartinez 0]

Hello Brett,

 

Just to confirm, we've identified the culprit and instructions for KB article SOLN2683 will be updated accordingly. It ended up to be an issue with path defined in ‘era_http_server.xml’ and had to be changed from "C:\Program Files\..." (2003 Server) to "C:\Program Files (x86)\..." (2012 R2 Server).

 

Again, thank you for reporting this.

[bhill 1]

Glad I could be of assistance!